IT Service Desk Support Lead (Melbourne)

Our client is a well‑established and highly regarded Australian organisation with a strong reputation for innovation, technology delivery and customer service excellence. Due to continued growth, they are seeking an experienced IT Service Desk Lead to establish and lead a newly created Service Desk function. This is a fantastic opportunity to shape and mature the organisation's IT support capability while driving operational excellence and continuous improvement across the business. Key Responsibilities
- Establish and lead the Service Desk function, including ticketing processes, escalation pathways, service standards and operational support procedures.
- Manage day‑to‑day IT support operations, ensuring incidents, service requests and technical issues are resolved efficiently and professionally.
- Drive continuous improvement initiatives across service management, automation, documentation, knowledge management and support optimisation. Skills & Experience
- Minimum 5+ years' experience in an IT Helpdesk Lead or Senior Support role.
- Robust experience with ITIL practices, Jira Service Management and Confluence.
- Demonstrated experience establishing or improving Service Desk capabilities, workflows and operational processes.
- Excellent stakeholder engagement and communication skills.
- Relevant ICT qualifications preferred but not essential. What's on Offer
- Newly created leadership opportunity with the ability to influence and shape the Service Desk function.
- Supportive and collaborative working environment with flexible work arrangements.
- Competitive salary package and long‑term career growth opportunities within a stable and growing organisation. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3sc8zy